If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The team behind Crown Jewelz is made up of real people who are authorised to look into account issues, payment queries, bonus disputes, and responsible gambling requests — not just to acknowledge your message, but to actually resolve it.

What to include when you write to us

The single most common reason a support exchange takes longer than it should is missing information. When you get in touch, please include your registered username or the email address on your account, a clear description of the issue, and — where relevant — the date and approximate time it occurred. If your query relates to a transaction, the payment method and amount will help us locate it straight away. Giving us this upfront means we can usually deal with your query in one exchange rather than going back and forth.

Once your message reaches us, it is logged and assigned to a member of the support team. From that point, your query has a reference and a person responsible for it. We work through messages in the order they arrive, and more urgent matters — such as anything touching account access or responsible gambling — are prioritised accordingly.

Formal complaints and escalation

A standard query is something we expect to resolve directly. A formal complaint is different: it is a written record that you are dissatisfied with an outcome and want it reviewed. If you feel your issue has not been handled fairly, you can raise a formal complaint through the same contact channels, but please mark it clearly as a complaint so it is treated as such. We will acknowledge it, investigate, and respond with our position. If you remain unsatisfied after that process, the matter can be referred to the Anjouan Gaming Authority, which is the licensing body that oversees our operation under licence number ALSI-202509029-FI1.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with particular care. If you contact us about any of these, your message goes directly to the team members authorised to act on them. We do not delay or discourage these requests — if you need to set a limit or step away from your account, tell us and we will make it happen.

One thing we will never do: we will never ask you for your password, your full card number, or any security credential via email or chat. If you receive a message claiming to be from us that asks for this kind of information, do not respond to it — contact us through the official channels listed on this page and let us know. Protecting your account is a shared responsibility, and we take our side of it seriously.

Players based in the United Kingdom are fully supported when contacting our team, and all enquiries from UK accounts are handled in the same way as any other. If you are unsure which channel to use or what information to send, just reach out — we would rather receive an incomplete message than none at all.